Operations Team Lead

2 days ago

Gurgaon, Haryana, India AcuittyTech Full time

About the Role:

As a Supervisor in a fast-paced BPO environment, you will be responsible for leading, motivating, and managing a team of associates to deliver exceptional customer support and meet business objectives. You will ensure service excellence through performance management, quality monitoring, process improvements, and stakeholder collaboration.

Key Responsibilities:

  • Supervise day-to-day operations of the team, ensuring adherence to SLAs, KPIs, and quality standards.
  • Monitor performance metrics and provide regular feedback, coaching, and mentoring to team members.
  • Conduct quality audits and ensure compliance with company policies, procedures, and client requirements.
  • Handle escalations effectively, providing timely resolution while maintaining customer satisfaction.
  • Prepare performance reports, track progress, and share updates with management and stakeholders.
  • Drive continuous improvement by identifying process gaps and implementing corrective actions.
  • Facilitate team huddles, training sessions, and knowledge-sharing activities.
  • Collaborate with cross-functional teams to align business goals and improve service delivery.
  • Foster a positive and motivating team environment, promoting employee engagement and professional growth.

Key Skills & Competencies

  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in MS Office Suite and Google Workspace, with basic working knowledge of JIRA.
  • Effective problem-solving and decision-making under pressure.
  • Skilled in performance monitoring, analysis, and reporting.
  • Solid understanding of BPO operations, quality frameworks, and escalation management.
  • Proven ability to drive results through coaching, mentoring, and continuous improvement initiatives.

Working Details:

  • Location:

AIHP Signature Sector 18 Udyog Viha
r,

Gurgaon, Haryana
- Work Schedule:

5 Days a Week | Rotational Night Shifts | 2 Week-Offs
- Eligibility:

1-2 Years
- Work from Office.

Preferred Qualifications:

  • Graduate in any discipline.
  • Prior experience in BPO operations (voice/non-voice, customer support, or back-office).
  • 1–2 years of experience in a supervisory or team lead role.

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